GENERAL
The following terms and conditions apply to all transactions on www.lisafranklin.london (hereinafter referred to as the “Website”), including telephone, in-person sales, and the use of the Website. By using this Website or shopping with Lisa Franklin, you, as the visitor or customer, agree to be bound by these terms and conditions.
If you appear to be a trade customer, we will contact you to set up a business account, and different terms and conditions will apply.
These terms and conditions are governed by the laws of England and Wales. By using the Website, you agree to submit to the exclusive jurisdiction of the courts of England and Wales.
Lisa Franklin is the trading name of Lisa Franklin Ltd (Company No. 09258553), registered at 251 Brompton Road, SW3 2EP. VAT Registration No. 197347365.
All correspondence should be addressed to the company’s registered office.
In these terms:
“We,” “us,” and “our” refer to Lisa Franklin.
“You” and “your” refer to any visitor to the Website or customer.
“Goods” refer to items displayed for sale on the Website.
“Treatment” refers to any treatment listed on the Website or marketing materials and undertaken at Clinic Privé or authorised third-party locations.
AVAILABILTY
We strive to keep the Website as up-to-date as possible. However, as our Goods are produced in small batches to ensure optimal quality, we cannot guarantee that all items shown will always be available. Similarly, some products available on the Website may not be available in retail stores and vice versa.
COMPLAINTS & QUERIES
If you have a complaint, please contact our Customer Services Team by email at info@lisafranklin.london or by phone at 0207 752 0217. We aim to respond within 14 working days.
For unsolicited information sent to us (e.g., suggestions or ideas), you grant Lisa Franklin a non-exclusive, royalty-free right to use, reproduce, modify, adapt, publish, sell, assign, translate, and distribute the information in any form or media.
CONTENT
The Website is owned and operated by Lisa Franklin Ltd. The design and content featured on the Website, including images, artwork, graphics, logos, photography and text are copyrights and trademarks, and controlled or licensed by Lisa Franklin ltd. The site is protected by copyright and all worldwide rights, titles and interests are reserved.
We have taken great care in creating this Website and to the best of our knowledge have ensured that all the details, descriptions and pricing on all Goods are accurate. However, there may be occasions when some of the information featured on the Website may contain incomplete data, typographical errors or inaccuracies. We reserve the right to change primary and secondary packaging designs and materials from time to time. We do not take any responsibility for inaccurate information and reserve the right to amend errors or to update product information at any time without prior notice. We have also tried our best to display the Goods as accurately as possible on the Website. However, we cannot guarantee that your monitor’s display will accurately reflect either the colour or the size of the Goods.
DELIVERY
Please refer to the “Delivery” section on the Website for detailed information. Upon delivery, inspect the Goods for completeness and notify us within 48 hours of any issues.
Risk of loss passes to you upon delivery. Ownership of the Goods remains with us until full payment is received.
ENTIRE AGREEMENT
These Terms and Conditions, along with our Privacy Policy, constitute the entire agreement between you and Lisa Franklin. Any amendments to these terms will be posted on the Website, and your continued use of the Website constitutes acceptance of such changes.
INDEMNITY
You agree to indemnify and hold harmless Lisa Franklin, its directors, officers, and employees from any third-party claims, damages, or costs arising from your use of the Website, breach of these terms, or infringement of intellectual property rights.
INTELLECTUAL PROPERTY RIGHTS
The rights to the designs and content on the Website are owned by Lisa Franklin. All trademarks, including “Lisa Franklin,” “Lisa Franklin London,” and “Clinic Privé,” are the property of Lisa Franklin Ltd. You may not use these trademarks without prior written consent.
LINKS
External links provided on the Website are for informational purposes only. Lisa Franklin is not responsible for the content or accuracy of linked websites.
LOST OR DAMAGED GOODS
If Goods are lost or damaged in transit, retain the damaged items and contact us immediately at orders@lisafranklin.london or 0207 752 0217. Claims for non-delivery should be made within 7 working days, and faulty Goods must be reported within 5 working days.
OWNERSHIP OF GOODS
We will retain legal ownership of the goods until full payment has been made by you and the payment has been received by us. If a refund is issued for any reason, legal ownership of the goods will immediately revert to us.
OFFERS & PROMOTIONS
Promotional offers cannot be used in conjunction with other discounts or exchanged for cash.
GIFT VOUCHERS
Gift vouchers are valid for 12 months unless otherwise stated and are subject to the same cancellation policy as other bookings.
PAYMENT DETAILS & SECURITY
All payments to Lisa Franklin are processed securely. Payment will be debited from your card immediately when you place an order for Goods. Upon successful processing of a transaction, you will receive an electronic transaction receipt at the email address provided.
We use Stripe for payment processing, analytics, and other business services. Stripe may collect identifying information about the devices that connect to its services to improve its fraud detection capabilities and services. You can learn more about Stripe’s privacy policy at https://stripe.com/privacy.
PRICES
All prices are listed in GBP (£) and include VAT at the prevailing rate. Payments are processed securely through Stripe, which may collect identifying device information for fraud prevention.
For orders shipped outside the UK, VAT will be removed at checkout where applicable. However, you may be responsible for additional import duties, taxes, and handling fees upon delivery in your country. These charges vary depending on the destination country’s customs policies and are not included in the price of the Goods or shipping fees.
We recommend checking your local customs office for more information on potential charges before placing your order. Please note that Lisa Franklin is not responsible for delays caused by customs processing.
CANCELLATION & REFUND
For Goods purchased online, you have the right to cancel within 14 days under the Consumer Contracts Regulations, provided the Goods are unused and in their original packaging. Refunds will be processed within 14 days of receiving the returned items.
Pre-paid courses and treatments are non-refundable but may be transferred to other services at our discretion.
PRODUCT GUARANTEE
At Lisa Franklin, we pride ourselves on creating premium skincare products in small batches to ensure exceptional quality. As a result, minor variations may occur from batch to batch, including slight differences in texture, colour, or scent. These variations are entirely normal and a hallmark of our dedication to craftsmanship.
You, as the Buyer, agree to accept these minor variations. A product will only be deemed unfit for purpose if such variations render it entirely unsuitable for its intended use, in which case you are entitled to contact us for resolution in line with your statutory rights.
WARRANTIES
Lisa Franklin provides Goods of satisfactory quality in accordance with the Sale of Goods Act 1979 and the Consumer Rights Act 2015. This does not affect your statutory rights.
Our Goods and information are not intended to diagnose, treat, or cure any medical conditions. Consult with a healthcare professional for any medical concerns.
USE OF SITE GENERALLY
You agree to use the Website for lawful purposes only. Any unauthorised use, including hacking, distributing viruses, or posting obscene or defamatory content, is prohibited.
Lisa Franklin reserves the right to remove inappropriate content and block access to the Website if necessary.
RIGHT TO ALTER TERMS AND CONDITIONS
We reserve the right to amend these Terms and Conditions at any time without prior notice. Any changes will be posted on this Website, and your continued use of the Website or purchase of Goods after such changes are posted constitutes your agreement to the updated terms.
If any provision of these Terms and Conditions is found by a court or regulatory authority to be unlawful, invalid, or unenforceable, the remaining provisions shall remain in full force and effect to the extent permitted by law.
FORCE MAJEURE
Lisa Franklin is not liable for delays or failures caused by events beyond our control, including but not limited to natural disasters, strikes, or pandemics.
CLINIC SPECIFIC TERMS
SECURING YOUR BOOKING
A valid credit card is required to secure all bookings. Pre-paid credit cards are not accepted. If a pre-paid card is provided, we reserve the right to cancel your booking.
For clients without a credit card, a 25% deposit is required at the time of booking. Deposits will only be refunded if cancellations are made within the required notice period.
For same-day appointments, full payment is required at the time of booking to confirm your reservation.
For gift card, package, and series bookings, these are used as a guarantee at the time of appointment scheduling. Such bookings are subject to our cancellation policy, which may result in the voiding of a gift card or adjustments to series/package balances in the event of no-shows or insufficient cancellation notice.
CANCELATION POLICY
We kindly request 24 hours’ notice for cancellations or rescheduling. Failure to provide sufficient notice will result in the full cost of the treatment being charged.
Pre-paid packages and series are non-refundable. At our sole discretion, we may transfer the value of pre-paid courses to other products or services. This does not affect your statutory rights.
APPOINTMENT TIMES
We ask that you arrive promptly for your appointment. Late arrivals may result in a shortened treatment time to avoid disrupting other scheduled appointments. The full cost of the treatment will still apply.
HEALTH CONDITIONS
All clients must complete a health intake form before their appointment. Please inform us of any health conditions, allergies, injuries, or surgeries that could impact your treatment. For certain conditions, we may require written permission from your healthcare provider before proceeding.
We are not liable for adverse outcomes arising from undisclosed health conditions.
CLINIC BOOKINGS AND PAYMENTS
All online bookings and in-clinic payments are managed by Book4Time and Book4Time Pay, part of the Agilysys Group.
Book4Time handles the payment process and stores related data in compliance with applicable laws. You can find their Privacy Policy and Cookie Declaration here: https://book4time.com/privacy-policy/. By booking online or making payments in-clinic, you agree to Book4Time’s terms and policies.
IN-CLINIC AND OUTSIDE EVENT DEMONSTRATIONS
You assume responsibility for any risks, complications, or injuries associated with treatments undertaken in-clinic or at outside events. Risks will be fully discussed during consultations, and clients are encouraged to ask questions before proceeding.
PREGNANCY
If you are pregnant, please inform us when booking. Our team will guide you on the treatments and products suitable for expectant mothers, ensuring your safety and comfort.
AGE POLICY
We welcome clients aged 18 and above for treatments. Clients under 18 must be accompanied by a parent or legal guardian for the entire duration of the treatment. Both the client and their guardian must sign a consent form before any treatment is undertaken.
PERSONAL BELONGINGS
We regret that we cannot accept responsibility for the loss or damage of personal belongings left on our premises, except where such loss is due to negligence on our part. Please keep all valuables with you.
TREATMENT PRICES
Treatment prices are subject to change. Our online booking system will always reflect the most up-to-date pricing. Prices at the time of booking are guaranteed for that appointment.
MEMBERSHIP
You can view the specific membership terms and conditions here.
COMPETITIONS
All competition entrants must provide their full name and contact details. Winners have six months to claim their prize. If a winner does not respond within 10 working days, the prize will be offered to another entrant.
By entering, participants consent to being contacted by Lisa Franklin for competition updates and marketing purposes. Personal data will be processed in accordance with our Privacy Policy. No cash alternatives are available. Clinic treatment prizes must be redeemed Monday to Friday.
PROMOTIONAL GIFT VOUCHERS
Promotional vouchers are valid for Skin Specialists only, Monday to Friday. They apply only to specific treatments (details available upon request) and cannot be used in conjunction with other offers or exchanged for cash. Standard cancellation policies apply.
GIFT VOUCHERS
Gift vouchers are valid for the specified treatment or monetary value and must be presented at the time of the appointment.
Gift vouchers are valid for 12 months from the date of purchase unless otherwise stated. Lost or stolen vouchers cannot be replaced. Vouchers are subject to the same cancellation policy as standard bookings.